Events
Contact Centre AI and Automation Event
On June 25th we are hosting this free event for our network at the IBM Innovation Studio, York Road, London, SE1 7ND.
As AI gains traction following years of ideation and discussion our speakers will guide you through practical considerations when seeking to implement AI led customer experience strategies.
Customers are already experiencing the powers of Generative AI through services like Chat-GPT. With similar services becoming widely available over the coming months and years, it is important for Customer service professionals to become aware of customer expectations and how adoption of technologies can help manage the changing demands.
In our first event of this kind, we build on prior conversations and publications to explore the potential risks which may occur, how these can be avoided to leverage technology which:
⦁ frees up resource to deal with your most valuable and vulnerable customers
⦁ keeps all customers including the most vulnerable safe
⦁ understands where implementation has been most effective and the lessons that can be learned from those sectors.
Customers don’t really care what sector you are in and will bring their experiences from all brands and interactions they have; these may also be negative experiences that slow their adoption of your intended solution.
Where do you start? How do you maintain control? ensure and measure successful delivery which maintains your brand? how does CX delivered by your organisation compare with that of your peers? what could go wrong and how do you manage things when it does?
We look forward to seeing you there
CXReview and Contact Centre Panel
Thought leadership event
25th June
10:00 – 14:30
IBM Innovation Studio, 20 York Road, London, SE1 7ND.
To enable us to make catering arrangements please register.
About CCP and CXReview
CXReview is a Contact Centre product company using IBM Watson technologies to deliver back-office services. Using AI, we monitor 100% of all customer conversations for Quality, Compliance, Vulnerability and Fraud in near time.
Contact Centre Panel (CCP) helps organisations to deliver outstanding customer experiences and develop successful long-term client-partner relationships. They assist clients by skillfully identifying the right partners, to meet their specific business requirements. CCP use extensive outsource customer contact experience, industry expertise and comprehensive networks of 190+ market-leading contact centres and 110+ best-of-breed technology providers to help companies achieve success.
Speakers
Steve Sullivan (Host)
Steve Sullivan has 25 years’ experience of solution design and delivery in customer experience and contact centres. This has included working with variety of brands including American Express, Abel & Cole, Burberry, Gucci, Harrods, Land Rover, Marks & Spencer, Richemont, The Guardian and Sky, as well as their technology and service providers.
Steve is the founder of customer engagement consultancy, Channel Doctors. As Deputy Chair of the UK Data & Marketing Association (www.dma.org.uk)’s Contact Centre Council and lead for its Regulation Hub, Steve has developed a detailed, pragmatic understanding of current and future regulation in the customer management space. Steve has lectured for the Institute of Data & Marketing (www.theidm.com) and is a Companion Member of the Institute of Customer Service (www.instituteofcustomerservice.com).
Jim Steven(Head of Crisis and Data Breach Response Services, Experian UK)
Jim Steven is Head of Crisis & Data Breach Response Services for Experian UK, building on the knowledge, experience and success of Experian’s global data breach resolution offering.
The team, work with businesses to help them manage and resource mass consumer crisis responses, including customer notification, contact centre and credit/identity monitoring services for customers/employees affected by a crisis event. They also support clients in preparing and practicing readiness plans for potential incidents, guarantee resource availability to mitigate the impact and speed of recovery.
Prior to joining Experian, Jim worked in the security and risk management industry providing expertise in security risk management solutions, travel risk management, aviation security and corporate security for some of the world’s largest security companies
Elaine Lee ( Manging Director - RBL)
Elaine is a highly experienced direct marketer with a particular passion for customer experience and the inclusion of vulnerable customers . Prior to co-founding Reynolds Busby Lee in 2005, Elaine worked as Global Telemarketing Director for IMP managing a network of outsourced contact centres handling DRTV response, outbound calling campaigns and customer services across the UK, Europe, Australia and the USA. Elaine has been working in and with contact centres since 1995 and has been consulting for both charities and commercial companies since 2005.
Elaine is the ex-chair of the DMA UKs Telemarketing and Contact Centre Council before creating the DMA’s Vulnerable Consumer Working Group which she co-chaired since inception in 2015. In addition, Elaine was a member of the working group who drafted the initial guidance Treating Donors Fairly for the Chartered Institute of Fundraising and contributed to the refresh and update of this document in 2021.
Keith Shanks ( Director CXReview)
Keith has 25 years of commercial success within the global contact centre industry. His early career included sales management at Mars, Siemens and Barclays where he led the asset finance division in Scotland.
He has extensive experience of securing new business, structuring deals, and relationship management at C-Suite level with UK corporates including HP, BT, ITV, Scottish Power, Barclays and Whitbread. He is passionate about the role technology has in solving business and operational challenges in the contact centre.
Gemma
Gemma has nearly 40 years of experience in the IT industry, more than 25 of them in Data and AI helping clients both in the UK and across Europe. She has brought technical skills and experience to bear on successful data warehousing, big data, data governance, AI/ML and more recently generative AI projects. Gemma now works in IBM Ecosystem supporting IBM business partners in the UK.
